GenAI Principal Techical Consultant, Creator Workflows

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

This role is part of the Creator Workflows and Platform Expert Services team and will be a functional and technical expert on ServiceNow’s front-end technologies. The ideal candidate for this role is passionate about the intersection of human needs and business impact. They thrive in a fluid work environment, is a self-motivated partner/leader, and a hands-on maker who works across a variety of industries, and can synthesize diverse perspectives. An exceptional designer OR developer with some capability in the other discipline will also be considered.

What you get to do in this role:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• Build ServiceNow user experiences considering customer design, responsiveness, and WCAG 2.1 accessibility (HTML, CSS, AngularJS, SASS, Bootstrap 3, JSON, REST APIs) across all ServiceNow solutions.
• Lead customer design workshops around Service Portal, Workspace, and Mobile
• Transform co-created future state narrative design into an experience, then enhance and refine through validation of design concepts
• Act as a liaison between customer and third-party design/creative teams and customer leadership and stakeholders to ensure optimum functionality, performance, accessibility, scalability, and security
• Draft technically focused user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them
• Create and deliver front-end solutions that consider long-term technical architecture, process design, and ServiceNow technical standards
• Support the engagement efforts related to Platform wide process definition, re-engineering, improvement, and gap analysis of current/future-state processes and functionality during workshops with key customer sponsors and stakeholders
• Advise customers in their efforts to take advantage of the ServiceNow Front End capabilities in their efforts to improve their existing processes and user experiences
• Guide and provide ad-hoc oversight and enablement for the customer’s future administrators throughout the engagement
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Juggle multiple and complex projects/initiatives
• Promote continuous improvement practices for delivery/engagement materials
• Support specific sales activities when required
• Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Up to 30% travel, depending on customer needs and internal meetings.

Qualifications

Minimum Qualifications:

• At least 8 years of configuration or development experience – ServiceNow app dev, web development, integrations, ServiceNow portal, workspace, and mobile solutions
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in complex and varied customer environments, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
• Experience developing with common JavaScript frameworks (AngularJS, React, etc.) and consulting on UX-related projects
• Experience with Web Technologies (HTML, Web Services, Bootstrap 3, CSS, etc.) and working with SaaS technologies
• Applying a User-Centered Design mindset and methodology when working on product designs
• Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment 
• Proven team player and team builder

Preferred Qualifications:

• Bachelor's degree or certifications (Human-Computer Interaction or a related field)
• Experience in conceptualization, design strategy, UX, and art direction of prototypes
• Familiarity with collaboration, design, and prototyping tools such as Miro, Sketch, inVision, Figma, Ad